Brazil
Pavago
Blend IT - Kron Digital
IT Application Support Analyst
Brazil
Brazil
Automatic translation. Check the original.
About the opportunity
The IT Application Support Analyst will provide daily functional and operational support for legal technology applications, with a primary focus on Espaider and a secondary focus on Netlex. The role will also include triaging and routing simple tickets related to HR and Legal and Public Affairs applications, directing requests to the appropriate resolution teams.
The professional will act as a key bridge between Legal Operations, IT Delivery, Product Owners, business users, infrastructure and security teams, and application vendors.
Responsibilities include incident and request resolution, access administration, vendor coordination, test planning and execution, controlled production support, release validation, knowledge documentation, and support for small enhancements and project activities. The professional is expected to operate within ServiceNow, Jira, change management, security, audit, and segregation of duties processes, maintaining reliable support and transferring application-specific knowledge to the company and partner teams.
Application Support, Incident and Request Management
- Review, analyze, resolve, and document incidents and service requests, prioritizing Espaider and then Netlex; perform triage of simple HR and Legal and Public Affairs application tickets and route them to the appropriate support group.
- Troubleshoot access issues, user administration, workflow, indexing, report generation, integration, application configuration, and production processing.
- Monitor critical application processes, scheduled tasks, automated routines, and interfaces, identifying failures or abnormal processing and coordinating resolution with vendors and internal technical teams.
- Coordinate with Legal users, Global Service Desk, infrastructure, identity and access management, security, database, and other resolution teams.
- Monitor work assigned in ServiceNow, communicate status and blockers, maintain clear work notes, and ensure timely completion according to agreed service expectations.
- Identify recurring issues and recommend knowledge articles, preventive actions, backlog improvements, and maintenance actions that enhance Espaider stability.
20% Vendor Coordination and Controlled Production Support
- Act as the operational point of contact for Fácil/Espaider and Netlex support teams, providing business context, evidence, logs, and test results required for investigation.
- Coordinate vendor access to production within defined timeframes, through approved incident response and change processes, including approvals, access windows, validation, and closure evidence.
- Track vendor tickets, technical analyses, fixes, estimates, and delivery commitments; escalate risks and overdue actions to IT leadership and Product Owners.
- Ensure vendor activity respects security, confidentiality, segregation of duties, and production change requirements.
Testing, Release Validation, and Small Enhancements
- Prepare and execute functional test plans in development, test, staging, and production validation scenarios, as appropriate.
- Collect evidence, record actual results and pass/fail outcomes, coordinate business validation, and support production entry and post-deployment checks.
- Deliver or coordinate small 2/3 level enhancements in Espaider, clarify requirements, translate operational needs into Jira stories or vendor requests, and validate delivered functionality.
- Participate in sprint planning, backlog refinement, daily stand-ups, defect triage, release preparation, and intensive support activities when assigned.
Access, Application Administration, and Operational Controls
- Administer or coordinate user creation, modification, locking, reactivation, profile changes, and bulk maintenance activities within approved access models.
- Validate SSO and user profile behavior, support user list and access log extraction, and assist in periodic access reviews and license utilization analysis.
- Support audit requests related to Espaider, extracting or coordinating evidence, validating access and operational logs, and maintaining traceable approvals for privileged access, production support, and compliance requirements.
- Support data transfer activities and responsibilities when users are removed or when application ownership changes.
Knowledge Management, Documentation, and Transition Support
- Create and maintain operation manuals, knowledge articles, test templates, support procedures, routing guidelines, support contacts, and application inventories.
- Document recurring issues, known errors, escalation paths, operational procedures, and environment-specific considerations for Espaider and Netlex.
- Conduct knowledge transfer sessions and hands-on training for Mosaic and partner support teams to reduce reliance on individual knowledge.
- Keep documentation aligned with the current operating model, ServiceNow assignment groups, vendor support model, and application ownership.
Requirements
YEARS OF EDUCATION / DEGREE / FIELD OF STUDY: Bachelor's degree, preferably in Information Systems, Computer Science, Business Administration, Legal Technology, Engineering, or related fields.
Equivalent experience in application support, legal operations technology, vendor support, or specific experience with Mosaic may be considered.
EXPERIENCE / KNOWLEDGE: 5+ years of experience, preferably in enterprise application support, digital operations, IT service management, or functional application analysis. Experience supporting legal applications, especially Espaider and/or Netlex, is highly desirable. Proven knowledge in incident and request management, user and access administration, production support, vendor coordination, functional testing, evidence collection, small enhancements, and technical documentation. Familiarity with legal operations processes, document management, case management, workflow, SSO, audit requirements, and vendor access control is desirable.
IT KNOWLEDGE: Proficiency in Espaider and Netlex or comparable legal technology platforms; ServiceNow; Jira; Microsoft 365, including Excel, Word, PowerPoint, Outlook, and Teams; application test planning tools; knowledge repositories; and basic reporting or data extraction tools. Familiarity with Active Directory/SSO concepts and remote vendor support processes is desirable.
FUNCTIONAL/TECHNICAL SKILLS Ability to investigate application issues, reproduce errors, analyze functional behavior, distinguish incidents from enhancements, document requirements, prepare test scenarios, validate fixes, and coordinate technical resolution between vendors and internal teams. Practical understanding of application access models, privileged/emergency access, change and release controls, environment management, integrations, data transfers, and production validation.
OTHER SPECIFIC SKILLS AND CAPABILITIES Strong analytical and problem-solving skills; disciplined follow-up; clear written and verbal communication in Portuguese and practical business English; ability to translate business needs into actionable technical information; strong attention to evidence and documentation; ability to manage competing priorities and urgent production issues; collaborative work style; customer service orientation; and ability to transfer specialized application knowledge to others.
SCOPE OF WORK SUMMARY
- Provide an application support resource with primary responsibility for Espaider, secondary responsibility for Netlex, and triage of simple tickets related to HR and Legal and Public Affairs applications.
- Provide 2/3 level functional support for Espaider, including incidents, requests, access, workflow, document indexing, reporting, user administration, system maintenance, audit support, and small enhancements; provide operational support for Netlex within the assigned support model.
- Coordinate with Fácil/Espaider teams, Netlex, Mosaic Legal Operations, Product Owners, infrastructure, IAM, security, database, and ServiceNow Resolver.
- Support approved privileged access and rapid response (Firefighter) processes, vendor troubleshooting, change implementation, test execution, deployment validation, and intensive support.
- Execute functional tests, record evidence and pass/fail results, support business User Acceptance Testing (UAT), and validate fixes and small enhancements in production.
- Maintain ServiceNow work items and Jira stories with accurate status, ownership, dependencies, risks, evidence, and completion notes.
- Create and maintain application operation manuals, knowledge articles, routing rules, escalation flows, test templates, support procedures, and knowledge transfer materials.
- Support access reviews, user base maintenance, license utilization data collection, audit evidence, and production control documentation.
- Participate in Agile ceremonies, operational reviews, backlog refinement, release preparation, vendor checkpoints, and support escalations, as requested.
- Preserve specialized application knowledge and transfer it to Mosaic and future support partners to reduce continuity risk.
ROLE LIMITS AND WORK ASSUMPTIONS
- The role is primarily focused on application support/KTLO (Key Technology Logging Office). Complex product development, major customizations, and work covered by vendor warranty remain with the appropriate vendor or development team, unless authorized separately.
- The role may support project and enhancement activities, but the priority remains service continuity, incident resolution, production stability, access governance, and operational knowledge retention.
- The final reporting line, employment/contract structure, hierarchical level, compensation, approved title, and allocation between Espaider, Netlex, and routing coverage for other HR and Legal and Public Affairs applications must be confirmed by HR, Procurement, and IT leadership before posting.
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